Introducing: @Mentions in Captivated
A new release has entered the chat — and it’s making collaboration easier than ever.
Captivated’s Mentions feature allows you to bring others into the conversation seamlessly: tag users or teams by typing @ and the name you want to mention. The tagged teammate (or team) receives a notification and can review the message, then choose to either Join the conversation live or Dismiss the mention if no active participation is needed.
This small but mighty feature unlocks major opportunities for businesses of every size to work faster, smarter, and more collaboratively — without switching between tools, losing context, or leaving customers waiting.
A Big Impact On Modern Businesses
Research has consistently shown that fast, contextual communication is a competitive advantage. A 2023 McKinsey report found that companies with strong cross-functional collaboration are 20–25% more productive in customer-facing roles, and the Harvard Business Review notes that context-rich communication tools help employees resolve issues up to 64% faster.
With Captivated Mentions, you can:
- Route conversations to the right person instantly — no forwarding chains, no “Can you email this to John?” delays.
- Collaborate in real-time without leaving the customer conversation view.
- Preserve the context of a conversation so nothing gets lost in translation.
The result? Faster resolutions, more accurate responses, and a better experience for both your customers and your team.
Use Cases for Small Businesses
Small businesses thrive on speed, responsiveness, and personal relationships — but with smaller teams, everyone wears multiple hats. Mentions make it simple to:
- Loop in an in-house expert while chatting with a customer. If a customer has a technical question about a service or product, you can tag your go-to specialist right in the conversation so the customer sees you connecting them with the best person to help.
- Hand off a conversation without breaking momentum. If you’re stepping away from your desk, tag the person covering you so they can seamlessly take over.
- Stay aligned on VIP customers. Tag teammates to keep them updated on high-value client conversations, even if they don’t need to respond.
In a small business environment, every second counts — and Mentions eliminate the lag time between “I’ll check with my teammate” and “Here’s your answer.”
Powering Cross-Departmental Collaboration in Larger Organizations
For larger companies, Captivated can serve as your digital HQ for customer communication, where teams work together without juggling multiple apps or email threads. Mentions elevate that capability by making collaboration instant and visible.
Customer Support & Service Teams
When a customer issue crosses into another department’s expertise — such as a warranty question for Sales or a billing concern for Accounting — support reps can @ the relevant team and keep the conversation moving without transferring the customer or forcing them to repeat themselves.
Sales & BDC Teams
Mentions are a game-changer for lead collaboration. Field reps can tag BDC reps in internal notes to share new lead details, request follow-up, or flag priority prospects. If a manager’s approval is needed, tagging them in the customer conversation ensures they have all the context before giving the green light.
Marketing & Sales Alignment
When launching a new campaign, Marketing can tag Sales in conversations with incoming leads to ensure consistent messaging. Sales can, in turn, tag Marketing with feedback from real customer conversations to fine-tune offers or ad copy.
Hiring & Onboarding
Mentions streamline post-interview collaboration by tagging the hiring manager or HR in candidate conversations, making it easy to pass along notes, impressions, or next steps — all in one place.
Internal Notes vs. Live Conversation Mentions
One of the most powerful aspects of Mentions in Captivated is flexibility:
Internal Notes Mentions: These are private to your team. Perfect for asking a question, flagging important details, or referencing a past conversation without alerting the customer.
Live Conversation Mentions: Used when you want the customer to know you’re looping someone else in. It builds transparency (“I’m bringing in our tech specialist to help answer that”) and shows the customer you value their time.
This dual approach means you can collaborate discreetly behind the scenes or in full view, depending on the situation.
Why Mentions Work — The Science Behind It
Mentions aren’t just about speed — they tap into two key drivers of workplace effectiveness:
Context Retention
When you tag someone directly inside a conversation, you’re keeping all relevant details in one place. Studies by the International Data Corporation (IDC) show that workers spend up to 30% of their day searching for information — Mentions cut that down to seconds.Targeted Attention
The ability to notify exactly who needs to see something (without blasting it to the whole team) reduces information overload and increases response rates. Research from Gallup indicates that employees are more engaged when communications are personalized and relevant to their role.
Mentions as a Digital-HQ Advantage
In many organizations, customer conversations are scattered across emails, chat apps, and CRM notes. Captivated’s Mentions feature centralizes that collaboration inside the same platform you use to communicate with customers — making your Captivated workspace a true digital HQ for customer engagement.
Instead of:
- Copy/pasting details into another system
- Waiting for email replies
- Tracking down someone’s availability
You simply tag them where the conversation is happening, and they can choose to jump in instantly or acknowledge the mention without joining. This “join or dismiss” flexibility keeps workflows smooth and avoids unnecessary interruptions.
Ready to Start Using Mentions?
Mentions are live now for all Captivated plans at no additional cost. That means you can start tagging teammates and teams today to:
- Shorten response times
- Improve cross-team alignment
- Make your Captivated account your central hub for customer communication
To try it out, just type @ followed by a teammate’s name or team name in any customer conversation or internal note. Watch collaboration — and customer satisfaction — go up from there.
Whether you’re a small business owner trying to keep your team in sync, or a larger organization looking for a seamless cross-department workflow, Mentions in Captivated remove barriers, cut delays, and turn your platform into a real-time collaboration hub.
When the right people are pulled into the right conversations at the right time, customers get faster answers, teams work more efficiently, and your business moves forward without missing a beat.
